Job Title Business Analyst
Location Walsall, West Midlands
Package Competitive
Echo Managed Services are looking for an experienced and highly analytical Business Analyst to join our Software Services team. Based in our Walsall office, you will be part of a high‑performing Business Analysis practice supporting the successful implementation, enhancement, and optimisation of our SaaS billing and CRM products.
The Role:
Working closely with clients, technical teams, and product specialists, the Business Analyst will translate business needs into clear, actionable requirements and support delivery across the full project lifecycle. This role is ideal for someone who thrives in a dynamic environment, enjoys problem‑solving, and can confidently engage with stakeholders at all levels.
Key Responsibilities
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Support the implementation of our SaaS billing and CRM platform across discovery, business process alignment, development, UAT, and go‑live.
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Provide analytical support for legacy billing products, including issue investigation, change request evaluation, and impact assessments.
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Develop a deep understanding of our products to demonstrate features and support successful client adoption.
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Capture, interpret, prioritise, and refine business requirements, producing high‑quality user stories, acceptance criteria, and functional specifications.
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Maintain and groom client‑specific product backlogs in collaboration with Product and Engineering teams.
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Identify opportunities for product enhancements and contribute to roadmap discussions.
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Act as the key liaison between clients and technical teams, ensuring clarity and alignment on requirements and design decisions.
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Communicate complex scenarios and technical concepts to non‑technical stakeholders in a clear and structured way.
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Build strong relationships across client organisations and internal teams to support successful delivery outcomes.
What You’ll Need:
Competencies / Experience / Knowledge
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Minimum 6 years’ experience as a Business Analyst, including experience working with international/off‑shore teams.
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Strong background in producing functional specifications, user stories, and acceptance criteria.
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Skilled in shaping work packages to support effective delivery and estimation.
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Proficient with process‑modelling tools such as Microsoft Visio.
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Hands‑on experience with Jira and Confluence.
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Familiarity with Lucidchart, Miro, or similar whiteboarding tools.
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Experience working across both Agile and Waterfall methodologies.
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Excellent analytical, communication, and stakeholder‑management skills.
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Exceptional spoken English and confident communication style.
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Familiarity with utility billing systems and CRM applications.
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Experience with Salesforce (Salesforce certifications highly advantageous).
Education / Qualifications
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Bachelor’s degree in Business, Operations, IT, or a related field.
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Business Analysis certifications (e.g., CBAP, CCBA, or equivalent) are an advantage.
What You’ll Get in Return:
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A competitive salary
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Pension scheme with employer contributions
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20 days holiday + bank holidays
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A supportive and collaborative work environment where your ideas and contributions are highly valued
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Mentorship and guidance from experienced professionals
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24/7 GP service.
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Access to my premier benefits – store discounts.
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Employee Well-being programme
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Free onsite parking
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Onsite Gym
Who we are:
Part of the South Staffordshire group, Echo Managed Services is a leading provider of billing software and outsourced customer service solutions. We pride ourselves on delivering outstanding results for our clients and cultivating a culture of innovation and growth. Join our team and become part of a forward-thinking organisation that values collaboration, integrity, and continuous improvement.
